Search
Topics
  Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
Modules
· Home
· Content
· FAQ
· Feedback
· Forums
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account

Current Membership

Latest: RHargrove
New Today: 32
New Yesterday: 70
Overall: 146131

People Online:
Visitors: 50
Members: 0
Total: 50

Languages
Select Interface Language:


Major ITIL Portals
For general information and resources, ITIL and ITSM World is the most well known for both ITIL and ITIL Books. A shorter snapshot approach can be found at ITIL Zone

Related Resources
Service related resources
Service Level Agreement
Outsourcing

Note: ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


The Itil Community Forum: Forums

ITIL :: View topic - Please Help me to Understand the ITIL Process.
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Please Help me to Understand the ITIL Process.

 
Post new topic   Reply to topic    ITIL Forum Index -> ITIL Discussion
View previous topic :: View next topic  
Author Message
bijju
Newbie
Newbie


Joined: Sep 20, 2011
Posts: 1

PostPosted: Tue Sep 20, 2011 11:29 pm    Post subject: Please Help me to Understand the ITIL Process. Reply with quote

Hi All,

I have got few questions in the Process of ITIL ,Kindly help me to make understand below quries.


When a ticket is pushed from Incident ticket to Problem ticket and later on when you find the permanent solution to the Problem we close the problem ticket. My question is:

Do we have to close the Incident ticket and create the Problem ticket and later relate the problem ticket to incident?

or if that is not the case

Do we have to raise the problem ticket from incident itself. If so what will be the status of incident ticket and will that incident ticket will be automatically closed once problem ticket is closed.Please explain.

Can we raise a Incident Ticket for daily Operations to perform and close it once the activities or finished?

Is this considered as good Practise??

As i believe repetitive incident logging for the same operation is not recommended.


Regards,
Back to top
View user's profile
Diarmid
Senior Itiler


Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Tue Sep 27, 2011 6:45 pm    Post subject: Reply with quote

Read the books and read this forum. all this has been covered many times in great detail.
_________________
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
Back to top
View user's profile Send e-mail
Sunny60in
Newbie
Newbie


Joined: Jul 09, 2009
Posts: 15

PostPosted: Wed Sep 28, 2011 4:09 am    Post subject: Reply with quote

Bijju,

Start with understanding difference between Incident & Problem. Apple is a apple and orange is a orange. 2 or 5 or 10 apples can never be a orange. Unless you decide to look for a root cause of an event/incident, it is not a problem.

Now to answer you questions:

1. Incident qualifies to be closed as soon as services or impacted CI(s) are back to normal. This is independed of its relation to any problem ticket.
2. If a problem ticket is logged to do a RCA for the same incident, both should be linked. Do it when you decide to log a problem ticket for detailed analysis.
3. Don't raise a ticket for daily operational work. (Understand what 'Incident' means).
It is ok to use more than one way to measure the efforts required to measure the tasks or productivity of the technician or sizing of the team Smile (whatever was your reason to post the last question)
Back to top
View user's profile
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> ITIL Discussion All times are GMT + 10 Hours
Page 1 of 1

 
Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops 2003 http://www.nukecops.com

Forums ©

 

Logos/trademarks property of respective owner. Comments property of poster. Rest 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.